Doug will be sharing how cutting edge retail brands are boosting operational efficiency and growing revenue with Gen 3 CX Automation. With the clear difference that Gen 3 makes in the customer experience and directly to your top and bottom line, you'll leave the session with a clear path toward the winning combination of human support staff and an always-on AI customer assistance workforce.

Retailers today are using data to in all departments to increase engagement, predict consumer behaviour and drive end-to-end value. Those able to use customer data to transform stand the best chance of thriving in the digital retail landscape and create sustainable growth. But how much value can brands drive? How do retailers put this into action? Join Kunal Malik, Chief Technology & Product Officer at Enjoy, former CTO at San Francisco 49ers and former CIO at Facebook, for a masterclass in data transformation and insight into how retailers can leverage their chief asset to prime them for future growth.

Whether brick & mortar or ecommerce, everything in 2022 is one giant store. Consumers now have access to retailers in a multitude of different ways that will facilitate brands being seen as one and the same, whatever avenue the customer chooses to interact with them. The new omnichannel strategy is about real omnipresence – being able to be present everywhere, be it direct to consumer or through 3rd parties.
The hybrid model has been adopted with success across the board and there is no longer the need to fear cannibalization and an ‘us vs. them’ mindset with online and offline LOBs. The need to be in as many environments as possible is real, and we’re watching this develop rapidly through the emergence of new, online marketplaces being introduced by retailers.

Join us to explore the following:
•What does becoming omnipresent mean for retailers?
•How can retailers maximize brand exposure without irritating customers?
•What technologies can be exploited to allow retailers to be everywhere at the same time?
•Is live selling something we should be exploiting?
•Do subscriptions make sense for your business?
•How can social selling contribute to CX and revenue growth?

The eCommerce landscape today is a totally different beast when compared to what it was last year, let alone pre-pandemic. Online retail sales contributed a stunning 35% of total retail sales in 2021, nearing 20% growth from the year before.
Explosive consumer demand has seen the rise of multiple start-ups in the delivery space and brought light to quick-commerce (Q-commerce) in cities and other densely populated areas. This revolution has given consumers the power to choose from a huge variety of local restaurants and grocery stores and have it all delivered in minutes. Q-commerce also has huge potential to raise sustainability standards within retail and eCommerce, namely due to the last mile largely being fulfilled via pushbikes or electric vehicles.
Agility will be key to keeping pace with dynamic changes in this environment, with headless commerce said to contribute heavily to aid this. Ecommerce has emerged as an indispensable retail channel, and an unavoidable factor to future-proof growth. The differentiator now, will be how retailers respond to the varying needs the online shopping era has to bring.

Key areas of discussion include:
•How can we remain agile, continue to meet consumer demand, and thrive in an ever-changing environment?
•Headless commerce: an essential or a nice-to have?
•What role can partner ecosystems play in accelerating innovation?
•How can brands nail the online experience build hybrid relationships?

Data is the driver for why most brands are on some form of digital transformation and investing in data lakes and unprecedented business intelligence. Whilst that may be the case, very few brands are operationalizing all the data being accumulated. So, while no one is denying data is paramount, we need to ensure we're using what we have effectively and efficiently.
As brands move on from the effects of the pandemic, the time has come to leverage what is being sat on. Data is everything, so long as it’s utilized to power decision making across the board.

Be a part of the conversation and explore:
•How can we innovate and incentivise consumers to continue to share data?
•How do retailers remove barriers and attain enterprise-wide data insights?
•Deploying AI in retail – do we have the data we need to unlock seemingly limitless value?
•Do we have the workforce to really reap the benefits and operationalize the data we have?
•How can we use data to generate value and new revenue streams?

•Retailers and brands need to take a new approach to meeting the challenges of building a profitable ecommerce business
•Multi-tier edge distribution network is the "next big thing" in this evolution
•This new network architecture enables retailers and brands to address the risks of ecom growth (high delivery costs) and/or drive new market opportunities (access to new consumers and markets without the high capital costs associated with stores)

The retail and consumer packaged goods (CPG) industry is undergoing rapid transformation driven by the convergence of physical and digital retail operations, ever increasing customer demands around personalization, speed, and cost, customers embracing omnichannel shopping and the rise of sustainability-minded consumer and regulations. To address these industry imperatives and future-proof their business, retail and CPG enterprises are embracing Cloud and Data driven business transformation to hyper-personalizing customer experiences, streamline supply chain operations, smarter merchandising decisions, fulfillment optimization, inventory management, etc and driving performance and efficiency across the value chain.
While it is somewhat uncertain when things will get back to “normal” in the retail and CPG industry, what’s certain is that there are unlimited opportunities to build back from the pandemic, to meet current challenges and future-proof their business by investing in long term data driven, customer centric, adaptable, resilient and sustainable solutions.
Join HCL Technologies and Google Cloud to explore innovative and exciting ways our retail and CPG customers are adopting to unlock the value of data to forge ahead in an era of post-covid uncertainty and solving business challenges across all parts of the value chain with Cloud and Data nebulous to this entire transformation journey.

Assess the evolving landscape of leveraging technology agility and process automation to enable a nimble approach to addressing the evolving needs of our customers. The pandemic. Recent inflation. Social media. Omni-channel expectations. There are many changes in our every day lives that necessitate a different approach in how retail addresses customer needs. In this session, we will explore how Advance Auto has leveraged the concepts of agility and automation to better the customer experience in an ever-changing world.

Accelerating digital transformation remains a top priority for businesses worldwide. In fact, the global digital transformation market is projected to grow from $469.8 billion in 2020 to $1,009.8 billion by 2025 (Microsoft).
Despite its progress over the past two years, retailers still find themselves struggling to reinvent themselves in a digital world. Whilst traditional retail may be suffering, the industry as a whole is not and digital transformation is more critical than ever to ensure security and growth moving forward.

Tune in to discuss:
•How can retailers deliver successful digital transformation initiatives with tangible outcomes?
•How do retailers ensure customers are at the heart of transformation?
•Are web3 and the metaverse on the radar for retailers to drive customer engagement and loyalty?

What it takes to be able to adapt to shifting digital trends and strategies. How can one build, buy and borrow their way to delivering a composable commerce solution to deliver on today’s trends, while being able to understand how to pivot rapidly to support the next set of trends and digital capabilities that customers want and expect.